Responsibilities of a Customer Strategy and Operations Manager at CaptivateIQ
Dosbal's main responsibility as a Customer Strategy & Operations Manager at CaptivateIQ is to drive cross-collaborative efforts that enable customers to "adopt and use [the] product well" by focusing on optimizing the processes of customer-facing teams, such as implementation and customer success, through data analysis. Additionally, Dosbal manages and improves the company's tech stack, troubleshooting software issues for internal stakeholders, and gaining valuable practical knowledge about software architecture and operation.
Customer Success, Data Analysis, Optimization, Technology, Problem-Solving
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Dosbal Aibyek
Customer Strategy & Operations Manager
CaptivateIQ
UC Berkeley
n/a
Economics, Political Science, American Studies
Technology
Operations and Project Management
Immigrant
Video Highlights
1. Facilitating cross-collaborative efforts to help customers adopt and use the product effectively.
2. Optimizing processes used by customer-facing teams (implementation, technical support, customer success) to work with customers efficiently through data analysis and identifying areas for improvement.
3. Managing and improving the tech stack, troubleshooting software issues, and gaining familiarity with software architecture, which is a valuable and in-demand hard skill.
Transcript
What are your main responsibilities within your current role?
My role is unique because it's on a pretty small team. This customer strategy and operations team is tasked with driving and facilitating cross-collaborative efforts and initiatives. These efforts help our customers adopt and use our product effectively.
Primarily, my role is to support the customer-facing teams. We have implementation, technical support, and customer success people who work to retain customers and keep them loyal.
What I do a lot of is solve optimization problems. I ensure the processes these teams use to work with their customers are well-honed and run efficiently. My mandate is optimization.
I do a lot of data analysis to identify changes that will make these teams work more efficiently. This allows them to better service our clients, share information, and understand client pain points.
Another aspect of my role involves everyday tasks. Similar to my previous roles, I help manage and improve our tech stack. I troubleshoot issues around software for internal stakeholders.
This has made me very familiar with different technologies and how software is architected. This is useful information because corporations globally rely on these services daily. Learning how they operate individually and in conjunction with each other is critical. It's a valued hard skill.
That's the day in the life of a strategy and operations manager.
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